Rebuilding Trust Through Change: How a Fresh ServiceNow ITSM Implementation Transformed Results
Learn how a leading cybersecurity company achieved ITSM success with a tailored ServiceNow Change Management reimplementation. Using our proven Crawl-Walk-Run approach, we aligned processes, improved user adoption, and delivered real value—showing why choosing the right ServiceNow implementation partner makes all the difference.
A leading healthcare organization sought to modernize how it managed its projects, programs, and resources. With fragmented legacy systems and limited visibility into resource allocation, teams faced challenges in aligning daily work with strategic goals.
The organization wanted a unified solution to enhance efficiency, streamline portfolio management, and ensure that technology initiatives aligned with business outcomes.
The Challenge
The organization needed a centralized platform to manage its entire project lifecycle—from idea generation to execution. Key challenges included:
- Lack of transparency in resource utilization and role assignments
- Difficulty in prioritizing initiatives aligned with business goals
- Manual processes that slowed down decision-making and delivery
The question was clear: How could ServiceNow be leveraged to create structure, visibility, and efficiency across their project portfolio?
Our Approach
Our team implemented ServiceNow Strategic Portfolio Management (SPM) to align business strategy with execution. This included:
- Migrating data from legacy systems into ServiceNow for unified visibility
- Configuring the Idea Portal and forms to improve user experience and enable structured idea submission
- Defining roles and groups for better resource management and accountability
- Developing custom features to meet specific organizational needs and requests
- Implementing best practices across development, testing, and deployment phases
Strong collaboration was key—our teams worked closely with stakeholders to ensure alignment, clarity, and continuous communication at every step.
The Outcome
By leveraging ServiceNow SPM, the organization gained:
- Improved visibility across portfolios, programs, and projects
- Stronger resource management and utilization tracking
- Strategic alignment between business goals and operational execution
- Streamlined workflows and better collaboration across departments
The result was a future-ready portfolio management system that empowers the organization to focus on innovation and better patient outcomes.
Key Takeaways
- ServiceNow SPM enables organizations to turn strategy into action.
- Clear communication and stakeholder alignment are critical for success.
- Migrating from legacy systems requires structured planning—but delivers transformative visibility and efficiency.
Ready to streamline your project portfolio and improve alignment with your strategic goals?
Discover how our ServiceNow experts can help you implement Strategic Portfolio Management to drive measurable results. Let’s build your roadmap to efficiency. Contact us today.
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